ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. If you simply let them pass by, you’re not doing yourself any favors.

Management 98

Management Upselling SaaS Education 98

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Trials of upsell products. It’s especially important to engage executives and stakeholders to ensure retention. Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. If you simply let them pass by, you’re not doing yourself any favors.

Management 52

Management Upselling SaaS Customer retention 52

CSM Magazine

DECEMBER 6, 2023

It also ensures employees know how to engage with customers in a way that meets their needs and beyond. Say you run a digital marketing agency that serves SaaS companies. Greater Potential for Upselling Effective customer success training programs can also lead to greater upselling potential.

Upselling 52

Upselling SaaS Advertising Marketing 52

JustCall

MARCH 29, 2022

This evolution is largely driven by the new subscription based models which has seen an extensive adoption across the SaaS industry. Subscription-based models do not limit customer relationships to one-time transactions and open the door to numerous upsell opportunities. Meet the ‘Super Rep’. Perfecting upsell and cross sell .

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

SmartKarrot

JUNE 22, 2020

To grow exponentially, what must a SaaS company do once it has established its customer base? Either by raising the price of the products for new customers, or upselling to your existing customers. Upselling is essential. Now, upselling is essential for any SaaS company’s long-term growth and revenue generation.

Upselling 10

Upselling SaaS Consulting Consulting 10

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. They can then use that score to power an automated play.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. They can then use that score to power an automated play.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. Conducting meetings with multiple team members. CSM role duties may vary by company.

Management 90

Management Upselling Coaching Best practices 90

CustomerSuccessBox

JULY 2, 2020

Quarterly business reviews or QBRs as they are lovingly called (or with hate ) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer. The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer.

SaaS 52

SaaS Upselling B2B Feedback 52

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! Predictable Upsells. This is the next level of the previous point.

Upselling 52

Upselling SaaS B2B Metrics 52

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. Feedback from all of these sources is gathered in one place. Lumoa’s customer experience platform helps you get from raw feedback to meaningful insights.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

CSM Magazine

MAY 26, 2022

Fortunately, SaaS companies have discovered the value of monitoring customer health. In fact, SaaS companies are 30% more likely to use customer health scores than their on-premise or other industry counterparts. Upsell/cross-sell potential. Excellent customer support can drive upselling and cross-selling revenue.

Engineering 52

Engineering SaaS Upselling Metrics 52

Amity

FEBRUARY 26, 2018

Pro tip: A lot of SaaS companies usually employ a mix of fixed and flexible prices. The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. Set meetings with your sales, marketing, product, and support team and ask them to describe their ideal customer.

Upselling 84

Upselling SaaS Feedback Sales 84

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Adoption: actions your customer takes which promote increased use of their purchase (such as learning advanced features of a SaaS app).

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software.

Upselling 57

Upselling SaaS Best practices Sales 57

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. A customer success plan is a road map that your customer success team will follow to meet specific objectives. Have you considered a method in place to collect consumer feedback? Congratulations! So, where should you begin?

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Once accounts are handed off to customer success, executives can be pulled in to meet with points of contact, spearhead potential renewal or upsell conversations, and more. Other Departments .

Upselling 52

Upselling Accountability SaaS Coaching 52

Totango

FEBRUARY 6, 2020

Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. How to Make it Work. Proactive Engagement.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

CSM Practice

MAY 22, 2022

The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. The importance of the CS framework has increased because Customer Success is now a critical business practice in most SaaS organizations. Why is it important to design a Customer Success framework ?

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The customers that are retained help in bringing consistent monthly revenue for a SaaS company. Proactively provide feedback to the product team. Create upsell opportunities. Reduce churn.

Management 67

Management Upselling SaaS Sales 67

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. Upsells, cross-sells, and advanced features/plugins/add-ons that they don’t get with their standard subscriptions are only some of these sources. Increase your chances to upsell. . So, buckle up. How to Measure Expansion MRR Rate?

Metrics 142

Metrics Customer retention SaaS Surveys 142

Amity

MARCH 1, 2018

But the great news is that we made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. These goals can be further broken down into KPIs such as improving the percentage of accounts in renewal or meeting forecasted growth across specific timelines.

Metrics 72

Metrics Upselling Accountability Enterprise 72

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. Give Product thematic feedback, not anecdotes. Incentivize cross-functional requests. All that stuff is really complex.”.

Management 59

Management Feedback Sales SaaS 59